3 Key Strategies For Call Center Customer Service

Customer Service | 3 minute read

Your call center’s customer service strategy dictates customer loyalty, agent satisfaction, and company growth. No matter what product or service you offer, your approach needs to be nothing short of “customer-obsessed.”

Knowing exactly what your customers want and don’t want will help you to maximize your call center’s customer care, leading to growth and revenue opportunities for your business. In fact, customer service is now seen as one of the main growth drivers for businesses, alongside sales and marketing.


Creating a Customer Service Strategy That Drives Business Growth

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Here are 3 key strategies that all call center leaders should include in their customer service strategy:

1. Set clearly defined customer service goals.

The right goals can help motivate your team members. Clear expectations and targets help guide agents so they can all handle customers in a consistent manner. But, it’s up to management to ensure agents are aware of the company’s goals, including their mission and values. Setting clearly defined and measurable goals should be part of any call center’s customer service strategy.

A company’s mission statement summarizes its goals and values. Agents should know and see your mission statement in plain sight, and understand how it should manifest within customer interactions.

Performance goals should be clear, measurable, and realistic. Call center SMART goals are a great way to help team members drive customer satisfaction. SMART goals are specific, measurable, attainable, relevant, and time-bound.

Moreover, goals should be adjusted to meet changing customer expectations and demands. Make sure you listen to your customer feedback and make changes as necessary.

As a call center, your main obsession should be your customers—their expectations, habits, and desires. Learn more about how you can make your customer service strategy #customerobsessed. https://bit.ly/3hl8EHV Click To Tweet

2. Optimize and automate your processes with technology.

The bar for customer service is higher than it was even just 10 years ago. Technology improves customer experience, and customers know it.

A Salesforce survey of 8,000 customers, both individuals and businesses, showed that 75% of customers expect companies to use technology for better customer experiences. Plus, 67% of customers believe that a company’s technology use reflects their general operations and perception.


Call-back technology is quickly becoming an industry standard for call centers. Its ability to lower call spikes and improves customer experience and agent experience makes it an indispensable tool!

As a call center leader, your best customer service strategy is to optimize and automate your processes with new call center technologies. Set aside a portion of your department budget for experimental initiatives. Use this budget to test out different tools and technologies.

In the long run, this approach will let you explore different ways to streamline your processes, improve the customer experience, and maintain your bottom line. The key here is to ensure the technology you adopt brings you proven value. Call center agents make up your customer service team, so they must have the tools they need to satisfy customers.

For example, Fonolo’s Web Call-Backs (formerly Visual IVR) allows call centers to schedule customized call-backs to customers on various communication channels—phone, web, and mobile. The returns on investment are significant: boosted sales, improved customer satisfaction, decreased abandon rate, and more.


Fonolo’s Web Call-Backs and Voice Call-Backs helped this company increase its revenue growth by $10 million.

3. Make data-driven decisions to refine your strategy.

There are so many tools and resources out there to help call center leaders improve their operations and team performance. Standard call center metrics — such as CSat score, Average Handle Time (AHT), abandonment rate, first-contact resolution, and occupancy rate — create a strong foundation so you can optimize and measure your customer service strategy.

Customer feedback is another indispensable source of data. Offer your customers a satisfaction survey and encourage them to voice their concerns or praise. As call center leaders, you should always review any customer feedback to help you refine your strategy. By using customer feedback to update your customer service strategy, you ensure that it stays fresh and matches your customers’ needs.


Creating a Customer Service Strategy That Drives Business Growth

(It's 100% free, we promise.)

Creating a Customer Service Strategy That Drives Business Growth

WhitePaper Creating a Customer Service Strategy That Drives Business Growth
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Creating a Customer Service Strategy That Drives Business Growth